Lenox Financial Mortgage Corp

This letter is in response to the Complaint ID # [redacted] submitted by Mr [redacted] ** ***Mr [redacted] stated in his complaint that he had provided a Lenox Financial Mortgage Corporation (“Lenox”) loan officer with personal information via email and that the loan officer was no longer responding to Mr***’s requestsAdditionally, Mr [redacted] requests that he not be contacted by Lenox and that his personal information be deleted from all of the Lenox databasesOur records indicate that Mr [redacted] had applied for a mortgage refinance with Lenox in May of and then decided that there was not sufficient benefit for him to refinance and he withdrew his applicationSince Mr [redacted] had sought Lenox services in the past and the interest rates had improved, therefore Lenox was reaching out to determine if his situation had changed and if he may now benefit from a refinance of his mortgageAt his request and effective immediately, Mr [redacted] has been placed on our company Do Not Contact List and will not be contacted by Lenox employeesWe request that the Revdex.com please convey Lenox’s apology for any inconvenience or miscommunication during his conversations with any Lenox employeesWe hope this meets with your satisfactionShould you have any questions or need additional information you can contact me at the number or email belowSincerely, [redacted] , SVP Compliance & General Counsel Email: [redacted] Telephone: [redacted]

Ms ***: This letter is in response to the Complaint ID # [redacted] submitted by Mr [redacted] Mr [redacted] stated in his complaint that due to his loan with Lenox being sold to another service and, even though he made his payment on time as instructed by Lenox, that his credit report reflected a late payment on his mortgage The Lenox Servicing Manager has corresponded with Mr [redacted] and reviewed his complaintLenox has determined that there was a report coding error in the system (system glitch) which inadvertently caused the 08/01/mortgage payment to be reported as delinquent instead of reported as "transferred to a new servicer." The system coding error has been rectifiedAdditionally, Lenox has electronically responded to the credit disputes through e-Oscar and contacted the bureaus to revise the reporting errorLenox has sent a written apology and explanation to Mr [redacted] by email and has spoken with him by telephone We hope this meets with your satisfactionShould you have any questions or need additional information you can contact me at the number or email below Sincerely,

Ms ***: This letter is in response to the Complaint ID # [redacted] submitted by Mr [redacted] Mr [redacted] stated in his complaint that due to his loan with Lenox being sold to another service and, even though he made his payment on time as instructed by /> Lenox, that his credit report reflected a late payment on his mortgage The Lenox Servicing Manager has corresponded with Mr [redacted] and reviewed his complaintLenox has determined that there was a report coding error in the system (system glitch) which inadvertently caused the 08/01/mortgage payment to be reported as delinquent instead of reported as "transferred to a new servicer." The system coding error has been rectifiedAdditionally, Lenox has electronically responded to the credit disputes through e-Oscar and contacted the bureaus to revise the reporting errorLenox has sent a written apology and explanation to Mr [redacted] by email and has spoken with him by telephone We hope this meets with your satisfactionShould you have any questions or need additional information you can contact me at the number or email below Sincerely,

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Per your request here is the complete email from your agent: Hi ***, Here is the yr amortization table to show $goes to principleYou currently put $approx to principle and $extra to equal $to principle and your payment is about $monthWhy not put $or an extra $to principle for FREE at the same payment of $You also shave yrs off the loan at a savings of $after yrs for freeIf you move in yrs you will have $x 60months or $for free Its my job to show the benefit and the math will show $more to equity for no-costI will get you to if rates drop as we offer a float down for no cost too Please respond back and I would be glad to finish up the application Regards, [redacted] Mortgage Consultant | NMLS ID # | Lenox Financial Mortgage Corpdba Weslend Financial toll free ext [redacted] | direct [redacted] | fax [redacted] | email [redacted] @lenoxhomeloans.com Again there is no mention of additional cost including paying to extend rate locksAny delays should have been anticipated by you our your representatives and not the burden of the borrower since I promptly returned all requested paperworkThese costs should not be passed on to the borrower Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.After reviewing your loan file, we determine that the interest rate you selected on your loan was a fixed rate 3.75% rate with a year loan term Your loan was locked on 11/08/ The Lender Origination Credit for the rate and term you selected was $397.35, which was applied towards your overall closing costs Due to the rate being so low, there was not enough lender origination credits to cover all your closing costs.There is nothing stating that the rate effects the closing costsIn fact, the opposite is stated by your company agent [redacted] (quoted from our email below) when he claims if the rate falls lower throughout the process - there will still be no cost: Hi ***, Here is the yr amortization table to show $goes to principleYou currently put $approx to principle and $extra to equal $to principle and your payment is about $monthWhy not put $or an extra $to principle for FREE at the same payment of $You also shave yrs off the loan at a savings of $after yrs for freeIf you move in yrs you will have $x 60months or $for free Its my job to show the benefit and the math will show $more to equity for no-costI will get you to if rates drop as we offer a float down for no cost too Please respond back and I would be glad to finish up the application Regards, [redacted]

February 26, [redacted] L [redacted] ** [redacted] RE: Revdex.com Case# [redacted] Dear Mr [redacted] , Please let this letter serve as Lenox Financial Mortgage Corporation’s (“Lenox”) response to your complaint with the Revdex.com posted February 26, We have reviewed your complaint carefully and investigated your concerns Lenox received notification from the RevDex.com alleging that we failed to deliver as promised by our radio advertising for a no cost loan Please note the verbiage from our radio advertisement – “CHOOSING SUCH A LOAN COULD AFFECT YOUR INTEREST RATE AND YOU WILL BE RESPONSIBLE FOR ANY FOR ANY EXISTING LENDER PAYOFF FEES” In addition, our radio advertising states that not all loans apply After reviewing your loan file, we determine that the interest rate you selected on your loan was a fixed rate 3.75% rate with a year loan term Your loan was locked on 11/08/ The Lender Origination Credit for the rate and term you selected was $397.35, which was applied towards your overall closing costs Due to the rate being so low, there was not enough lender origination credits to cover all your closing costs I trust that this response properly addresses your concerns Should you have any additional questions or further concerns, please do not hesitate to contact Lenox Thank you, [redacted] VP-Compliance (949) 681-

Also goes by the name Weslend FinancialI called them to get a refinance on a rental property and they told me the property just needed to appraise and they would fund at 75% LTVI got the appraisal (dollars) was all set to close on the loan and they changed the loan terms to 70% LTV which would have had me come out of pocket an additional 8,dollarsNow I've had to transfer my appraisal to another company which costs me another dollars as well as delay my refinance by about a month and a halfI was refinancing to get out of a high interest hard money loan of 13% and this delay has cost me over dollars so farLoan still hasn't closed with the new company because of appraisal transfer issues

RE: Revdex.com Case # [redacted] Dear Mr [redacted] , We are in receipt of your message in which you indicate that the second response to your complaint by Lenox Financial Mortgage Corporation ("Lenox") dated March 14, ("Lenox Response #2") does not resolve your complaintI have carefully reviewed the prior Lenox responses dated February 26, and March 14, 2014, along with the supporting documentation provided in the responses and the loan file Additionally, I reviewed your complaint, responses and the email you quoted in your rebuttalThe email quote you provided did not state the date that the email was sent, and thus, it was not clear as to when the information was sent to youI was able to locate the email you quoted in your rebuttal and it is attachedThe email is dated October 17, which is prior to your application being taken and clearly states that the offer of a float down was dependent on rates going down As stated in the Lenox Response #2, although the email stated that the Loan Officer would try to get your rate down to 3.5% it was contingent on rates going downYour initial application and disclosures (provided in Lenox Response #2) verify that you applied for a fixed rate of 3.75% which included an estimated lender credit of $3,At that point the rate was not locked in but was floating Subsequently, the rate was locked on November 8, at an interest rate of 3.75%, with an expiration date of January 7, and an origination credit of $1,You were provided with disclosures dated November 11, which disclosed the rate lock information and the reduction in the origination credit (provided in Lenox Response #2), which is indicative of rates increasing since the lender origination credit was reduced Due to delays in providing us with the documentation required to process and close the loan, the time on the rate lock ran out and a rate extension was requiredRevised disclosures were provided which informed you of the change, indicated the new expiration date and a further reduction in the origination credit (provided in Lenox Response #2)After the first extension, the rate lock expired once again and additional disclosures were provided to you along with a new expiration date and another reduction in the origination credit (provided in Lenox Response #2) Therefore, you were provided with four sets of disclosures (provided in Lenox Response #2) informing you of the reduction in the origination creditAdditionally, prior to your loan closing the Loan Officer sent you a preliminary Settlement Statement which disclosed to you the origination charges on your loan (provided in Lenox Response #2)At any point during the loan process you were able to discuss any questions or concerns with the Loan Officer or even cancel your loan if not satisfiedFurthermore, under federal law, in a refinance transaction the lender is obligated to inform borrowers that they have a three day right to cancel after the signing of the final loan documents which provides borrowers with an additional opportunity to review their loan documents, inquire further and even instructs them how to cancel the loan with no cost to the borrower during that timeframeThe Right to Cancel Notice was provided in your closing loan document package Lenox maintains its stance that it fully disclosed any changes to your loan during the loan process as required Should you have any additional questions or further concerns, please feel free to contact Lenox VP -Compliance/General Counsel (949) 681- cc: Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Thank you for the detailed review of the processMy only remaining concern is as follows:
-If the rate increase was caused by losing the rate lock, why am I responsible for the increase? I was very responsive in meeting the requests for additional paperwork throughout the processIf they dropped the ball, why was I penalized (the cost passed on to me)?
Regards,
*** ***

Dear Mr***,
We are in receipt of your rebuttal to our initial responseI have carefuiiy reviewed your
fileI have also spoken to the Loan Officer and reviewed the e-mail communication
between you and this officeBelow is a summary of my findings:
• The loan application was receivedOn 10/24/2013, the rate disclosed on both the
initial Good Faith Estimate and the initial loan application was 3.75% and an
estimated lender credit of $$3,
• The interest rate was locked at the request of the borrower on 11/08/On
11/11/2013, a revised Good Faith Estimate was prepared showing the lock
expiration date of 1/7/2014, the locked interest of 3.75% and an origination credit
of $,
• Due to delays in getting documentation back to process the loan, the time on the
rate lock ran out and we had to extend the expirationA revised Good Faith
Estimate was sent to you on 1/8/showing the origination credit reduced to
$due to the cost of the extension
• The rate lock had to be extended again on 1/23/A revised Good Faith
Estimate was sent to you on 1/24/showing the origination credit reduced to
$due to the cost of the extension
• The Company also provided you with a day free extension at no cost
The loan officer also sent you a preliminary Settlement Statement prior to your loan
closing which disclosed to you the origination charges on your loanI've attached a
copy of the Settlement Statement sent to you for your file
The e-mail you are quoting in your rebuttal is inconclusiveWe cannot determine when
this email occurredThe e-mail is quoting a 3.50% rate which is not the rate you applied
for (see your signed initial loan application)The offer of a float down was dependent on
rates going down
Please provide us with the entire e-mail, including any attachments and we will be happy
to re-review
Our advertising is very clearThe rate you select will directly affect the lender's
origination creditThe rate you selected was one of our lowest rates
Should you have any additional questions or further concerns, please do not hesitate to
contact Lenox
Thank You,
*** ***
VP-Compliance

Dear Ms***:This letter is in response to the Complaint ID #*** submitted by Mr*** ***Mr*** stated in his complaint that he had set up automatic bill pay payment with his bank to ensure that his mortgage payment would be delivered by his bank to Lenox Financial Mortgage
Corporation (“Lenox”) by the 15" of the monthLenox claimed that Mr***'s mortgage payment was not received until the 19" of the month despite his bank stating that it was sent to arrive by the 15" of the month and they recorded it being mailed on the 12"When Mr*** contacted Lenox, Lenox refused to refund the late payment because Lenox’s records indicated the mortgage payment was not received until the 19" of the month which was past dueMr*** then contacted his bank and requested to change the date of delivery of the mortgage payment to the 9" of the month which worked for five months but then on the sixth month Lenox indicated that it had not received Mr***’s mortgage payment until the 19" of the month.Upon receipt of Mr***’s complaint on November 25, 2015, the Lenox Servicing Manager researched Mr***’s complaint in order to prepare a response and communicate with Mr*** to address his complaintThe following is a chronology of the events that transpired.First Payment 05/01/15:1) Mr***’s loan funded on 03/09/with the payment due date set at the first day of each month.2) The first payment was due on 05/01/with a day grace period.3) A late fee will be assessed if the payment is not received by Lenox within the day graceperiodThe payment was received on 05/18/15; therefore a late fee was assessed.4) Mr***’s 05/01/mortgage payment was received by Lenox on 05/19/via USPS mailBorrower’s check was issued on 05/15/15.5) Lenox received a telephone call from the *** ** *** Bill Pay Department on 06/01/15 regarding payment received date and payment due dateThe Lenox Servicing Representative informed the bank that Mr*** would need to contact Lenox to discuss any fees and due dates and Lenox could not discuss with *** ** *** due to privacy concerns.November 1, Mortgage Payment:1) Mr***’s 11/01/mortgage payment was received by Lenox on 11/18/via USPS mailBorrower’s check was issued on 11/09/15.2) On 11/24/15, Lenox received a telephone call from *** ** ***’s Bill Pay Department regarding Mr***’s mortgage payment received date and payment due date and requested that the late fee be waivedThe Lenox Servicing Representative informed the bank that Mr*** would need to contact Lenox to discuss any fees and due dates and Lenox could not discuss with *** ** *** due to privacy concerns. 3) On 12/04/15, Mr*** contacted Lenox to discuss due date, late fees assessed and bill payDuring this call, Lenox informed Mr*** that it would waive both late fees as a courtesy accommodation and discussed ACH payments as an optionMr*** was interested in signing up for ACH payments and an ACH set up form was emailed to him for completionMr*** indicated he was satisfied with the resolution.We hope this meets with your satisfactionShould you have any questions or need additional information you can contact me at the number or email below.Sincerely,*** ** *** SVP Compliance & General Counsel

This letter is in response to the Complaint ID #*** submitted by Ms***
***Ms*** stated in her complaint that she had been contacted by two Lenox Financial Mortgage Corporation (“Lenox”) loan officers on several occasions and has requested that she not be contacted by LenoxMs*** had sought Lenox services in the past, therefore Lenox was reaching out to determine if she was interested in further servicesAt her request and effective immediately, Ms*** has been placed on our company Do Not Call List and will not be contacted by Lenox employeesWe request that the Revdex.com please convey Lenox's apology for any inconvenience or miscommunication during her conversations with any Lenox employeesWe hope this meets with your satisfactionShould you have any questions or need additional information you can contact me at the number or email belowSincerely,
*** ** ***
SVP Compliance & General Counsel
Email: ***
Telephone: *** ***

Dear Ms***:
5pt;">This letter is in response to the Complaint ID #*** submitted by Mr*** ***Mr*** stated in his complaint that he had set up automatic bill pay payment with his bank to ensure that his mortgage payment would be delivered by his bank to Lenox Financial Mortgage Corporation (“Lenox”) by the 15" of the monthLenox claimed that Mr***'s mortgage payment was not received until the 19" of the month despite his bank stating that it was sent to arrive by the 15" of the month and they recorded it being mailed on the 12"When Mr*** contacted Lenox, Lenox refused to refund the late payment because Lenox’s records indicated the mortgage payment was not received until the 19" of the month which was past dueMr*** then contacted his bank and requested to change the date of delivery of the mortgage payment to the 9" of the month which worked for five months but then on the sixth month Lenox indicated that it had not received Mr***’s mortgage payment until the 19" of the monthUpon receipt of Mr***’s complaint on November 25, 2015, the Lenox Servicing Manager researched Mr***’s complaint in order to prepare a response and communicate with Mr*** to address his complaintThe following is a chronology of the events that transpiredFirst Payment 05/01/15:
1) Mr***’s loan funded on 03/09/with the payment due date set at the first day of each month2) The first payment was due on 05/01/with a day grace period3) A late fee will be assessed if the payment is not received by Lenox within the day grace
periodThe payment was received on 05/18/15; therefore a late fee was assessed4) Mr***’s 05/01/mortgage payment was received by Lenox on 05/19/via USPS mailBorrower’s check was issued on 05/15/5) Lenox received a telephone call from the *** ** *** Bill Pay Department on 06/01/15 regarding payment received date and payment due dateThe Lenox Servicing Representative informed the bank that Mr*** would need to contact Lenox to discuss any fees and due dates and Lenox could not discuss with *** ** *** due to privacy concernsNovember 1, Mortgage Payment:
1) Mr***’s 11/01/mortgage payment was received by Lenox on 11/18/via USPS mailBorrower’s check was issued on 11/09/2) On 11/24/15, Lenox received a telephone call from *** ** ***’s Bill Pay Department regarding Mr***’s mortgage payment received date and payment due date and requested that the late fee be waivedThe Lenox Servicing Representative informed the bank that Mr*** would need to contact Lenox to discuss any fees and due dates and Lenox could not discuss with *** ** *** due to privacy concerns.
3) On 12/04/15, Mr*** contacted Lenox to discuss due date, late fees assessed and bill payDuring this call, Lenox informed Mr*** that it would waive both late fees as a courtesy accommodation and discussed ACH payments as an optionMr*** was interested in signing up for ACH payments and an ACH set up form was emailed to him for completionMr*** indicated he was satisfied with the resolutionWe hope this meets with your satisfactionShould you have any questions or need additional information you can contact me at the number or email belowSincerely,
*** ** *** SVP Compliance & General Counsel

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

The absolute worst service, no communication, lied to me several times Processor was in conflict with loan officer and deliberately created conflict between he and others Onceee funded they refused to return my emails or calls as to what to do next I had to employ a second loan officer just to monitor them, as they told me something different every day Will never use them again...beware

This letter is in response to the Complaint ID #*** submitted by Mr*** ** ***Mr*** stated in his complaint that he had provided a Lenox Financial Mortgage Corporation (“Lenox”) loan officer with personal information via email and that the loan officer was no longer responding to Mr
***’s requestsAdditionally, Mr*** requests that he not be contacted by Lenox and that his personal information be deleted from all of the Lenox databases.Our records indicate that Mr*** had applied for a mortgage refinance with Lenox in May of and then decided that there was not sufficient benefit for him to refinance and he withdrew his applicationSince Mr*** had sought Lenox services in the past and the interest rates had improved, therefore Lenox was reaching out to determine if his situation had changed and if he may now benefit from a refinance of his mortgageAt his request and effective immediately, Mr*** has been placed on our company Do Not Contact List and will not be contacted by Lenox employeesWe request that the Revdex.com please convey Lenox’s apology for any inconvenience or miscommunication during his conversations with any Lenox employees.We hope this meets with your satisfactionShould you have any questions or need additional information you can contact me at the number or email below.Sincerely,*** ** ***, SVP Compliance & General Counsel Email: *** Telephone: *** ***

This letter is in response to the Complaint ID #*** submitted by Ms*** ***Ms*** stated in her complaint that she had been contacted by two Lenox Financial Mortgage Corporation (“Lenox”) loan officers on several occasions and has requested that she not be contacted by LenoxMs
*** had sought Lenox services in the past, therefore Lenox was reaching out to determine if she was interested in further servicesAt her request and effective immediately, Ms*** has been placed on our company Do Not Call List and will not be contacted by Lenox employeesWe request that the Revdex.com please convey Lenox's apology for any inconvenience or miscommunication during her conversations with any Lenox employees.We hope this meets with your satisfactionShould you have any questions or need additional information you can contact me at the number or email below.Sincerely,*** ** ***SVP Compliance & General Counsel Email: *** Telephone: *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

This letter is in response to the Complaint ID #*** submitted by Mr*** ** ***Mr*** stated in his complaint that he had provided a Lenox Financial Mortgage Corporation (“Lenox”) loan officer with personal information via email and that the loan officer was no longer responding to Mr
***’s requestsAdditionally, Mr*** requests that he not be contacted by Lenox and that his personal information be deleted from all of the Lenox databases.Our records indicate that Mr*** had applied for a mortgage refinance with Lenox in May of and then decided that there was not sufficient benefit for him to refinance and he withdrew his applicationSince Mr*** had sought Lenox services in the past and the interest rates had improved, therefore Lenox was reaching out to determine if his situation had changed and if he may now benefit from a refinance of his mortgageAt his request and effective immediately, Mr*** has been placed on our company Do Not Contact List and will not be contacted by Lenox employeesWe request that the Revdex.com please convey Lenox’s apology for any inconvenience or miscommunication during his conversations with any Lenox employees.We hope this meets with your satisfactionShould you have any questions or need additional information you can contact me at the number or email below.Sincerely,*** ** ***, SVP Compliance & General Counsel Email: *** Telephone: *** ***

This letter is in response to the Complaint ID #*** submitted by Ms*** ***, Ms*** stated in her complaint that Lenox Financial Mortgage Corporation (“Lenox”) had reported her to the credit bureaus as late on her mortgage payment in August when in fact she had made her mortgage
payment on time.The Lenox Servicing Department has researched and reviewed Ms***'s complaint and determined that there was an inadvertent coding error which resulted in Ms***’s account reflecting a mortgage late instead of the code which indicated that her mortgage loan had been transferred to a new servicerLenox has reached out to the credit bureaus to correct the coding error in Ms***’s Credit Report File in order to remove the mortgage late and reflect the transfer of servicing instead.Lenox has reached out to Ms*** and sent her the attached letter apologizing for the error, explaining the source of the discrepancy and the steps Lenox has taken to resolve the error.We hope this meets with your satisfactionShould you have any questions or need additional information you can contact me at the number or email below.Sincerely,? *** ** *** SVP Compliance & General Counsel Email: ***Telephone: *** ***